Experience

Edustoke

• India
• Internet Publishing
• 1 - 100 Employee

• Assistant Vice President

  • Aug 2021 - Present

• Associate Vice President

  • Aug 2021 - Present



Edustoke Internet Pvt Ltd

• Gurugram, Haryana, India

• Senior Manager Customer Success

  • Aug 2021 - Present



Info Edge India Ltd

• Technology, Information and Internet
• 700 & Above Employee

• Manager Operations & Customer Services

  • Dec 2015 - Mar 2020

  - Lead a team of 15+ associates in planning, organizing, directing, controlling and evaluating the operational needs of the external customers and the internal stakeholders - Specialized in delivering high standard results in projects and campaigns of email and display marketing - Developed and coached the team to implement & adhere to service levels and quality strategies of the organization - Effectively executing and administrating the budget and requisite output for the client campaigns through data analysis, market trending and research - Involved in hiring and training team members, emphasizing on effective, clear and concise communication on calls and emails with the clients Show less



Moneypalm - Member : NSE, BSE, MCX & CDSL.

• India
• Financial Services
• 1 - 100 Employee

• Manager Operations & Client Services

  • Sep 2014 - Sep 2015

  - Supervised a team of 12+ associates in managing and end-to-end online stock market trading platform - Managed the team in handling the front-end and back-end operations, customer services, inbound sales, buying-selling stocks and technical queries of the trading platform - Introduced the Interactive Voice Response system in the process to assist the clients in reaching out the team effectively - Supervised a team of 12+ associates in managing and end-to-end online stock market trading platform - Managed the team in handling the front-end and back-end operations, customer services, inbound sales, buying-selling stocks and technical queries of the trading platform - Introduced the Interactive Voice Response system in the process to assist the clients in reaching out the team effectively



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Leader Contact Center Operations

  • Jul 2007 - Aug 2014

  - Managed team of 20+ customer service executives in efficiently handling the inbound voice calls by resolving customer queries and complaints efficiently for an UK telecom giant - Everything Everywhere - Adhered to the enlisted KPIs like NPS, C-Sat, Shrinkage, FCR, to consistently meeting the service levels of the process - Constructively managed high call volumes under overstretched state of affairs with tact and professionalism as a team - Always highlighted the aspects of integrity, positive coaching and pragmatic development of the team - Awarded Annual Retention Award for the year 2011 and Best Coach for the year 2012 - Started as an CSR in 2007 and got promoted as a Team Leader in 2010 Show less